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Business Profile

Retail Shoes

Crocs, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Retail Shoes.

Complaints

This profile includes complaints for Crocs, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Crocs, Inc. has 10 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    • Crocs, Inc.

      500 Eldorado Blvd # 5 Broomfield, CO 80021

    • Crocs, Inc.

      13601 Via Varra Broomfield, CO 80020-9791

    • Crocs

      125 Premium Outlet Drive Suite 125 Monroe, OH 45050

    • Crocs Inc

      1025 Outlet Center Dr STE 30 Smithfield, NC 27577-6033

    • Crocs, Inc.

      300 Tanger Blvd Ste 101A Branson, MO 65616-2461

    Customer Complaints Summary

    • 848 total complaints in the last 3 years.
    • 144 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/04/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      The site is setup to allow for 3 options in my situation I wanted to return a pair of crocs for wrong size since thus was my 1st time buying from them. I waited for over an hour and the chat option that they had wasn't available either. With timeliness of only 45 business days I needed to get ahold of them for their return label. I never did get through and it doesn't speak well as a business to not answer the phone to customers. Without being able to get through I could face not meeting the timeliness so I think this could be intentional on their part. I've just never dealt with a company who does this to its customer. I would like to exchange the pair of crocs a bought on 9/23/22 order # ********CUS I feel no reputable company would do this especially for that long and when I tried the other options available the same thing happened. It was like is anybody even there???

      Business Response

      Date: 10/07/2022

      ******-

       

      You may go the Crocs.com site using this link https://www.crocs.com/customer-service/order-status-and-tracking.html.  Please enter your order number and last name and you can complete your return label that will be emailed to you.  Make sure you enter your order number and email address you used to place the order, as well as pick the option that says Mail it back, and ship via UPS.

       

      Crocs

    • Initial Complaint

      Date:09/26/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 9/22/2022, I ordered shoes and paid $19.99 for overnight delivery. I called 9/23/2022 for inquiry and learned the shoes had not shipped. Was told they would ship that day and would deliver the very next day.. I requested the expedition fee of $19.99 be refunded. Was told no but they would give me free shipping and 25% off my next order. Not what I requested. Was told the shoes would be at my home Saturday 9/24/2022. On Sunday afternoon 2/25/2022, I received an email saying the congratulations the shoes have shipped and will be delivered 9/27/2022. I called Crocs this morning, waited 43 minutes to talk to someone. When I finally talked to someone, he agreed wholeheartedly that I needed to be refunded $19.99, but disconnected the call before resolving my problem. Im currently on forever hold AGAIN to try and resolve this problem. I want the delivery fee refunded. These shoes qualified for free shipping initially, but I wanted them for a function on Saturday.

      Business Response

      Date: 09/27/2022

      ******-

      I am sorry to hear that your order was shipped out late.  I have gone ahead and refunded you the entire order, not just the shipping.  Please allow **** business days for the refund to be put back to your account.

       

      Crocs

    • Initial Complaint

      Date:09/24/2022

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered hocus pocus crocs on 9/23/2022. My order was confirmed. The money has been taken out of my bank account. I get an email 6 hours later stating my order has been canceled no explanation, no sorry. The money has not been refunded. I am very disappointed that I was allowed to place an order, the money was taken from me and canceled hours later with no explanation. Ive never experienced anything like this and I feel like it is wrong. Something isnt right.

      Business Response

      Date: 09/27/2022

      *******-  I am very sorry your order was cancelled.  Please rest assured you were not charged for the shoes, as we only authorize your card when you place the order.  We do not charge your card untill shipment, otherwise we void the authorization nd the pending charge will drop off.  

      Crocs

       

    • Initial Complaint

      Date:09/21/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I won a raffle to win a pair of crocs, I get charged 75$, then when they were supposed to be delivered, the *** driver returned them to sender for some unknown reason, now crocs is saying they wont give me a refund, and they also wont re ship the shoes to me. My order number is CS0036US000132598EQL My *** shipping/tracking number is 1Z6F857YYN67834607 At this point I dont even want the shoes, I would just like my refund

      Business Response

      Date: 09/27/2022

      *****-

       

      We sorry to hear that your Lightning McQueens were returned to sender.  I have requested a refund for you in the amount of 73.09.  Please allow **** business days for the refund to go through.

       

      Crocs

    • Initial Complaint

      Date:09/19/2022

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 8/26/2022, I ordered a pair of shoes from the https://www.thecrocs-shop.com/The only correspondence Ive received was the Order Number email and the emails where theyre saying my item will be delivered within 15 days.Its beyond 15 days and still no item even after emailing and asking when I would receive the item or refund.

      Business Response

      Date: 09/27/2022

      We're happy you contacted us and would love to help you be comfortable in your own shoes.


      This third party is trading off the goodwill and reputation of Crocs and we are currently investigating the same. In the meantime, please be aware that Crocs authorized handle on ********* Instagram, and ******* is @crocs and our official website is Crocs.com.

      Crocs branded websites and social handles that are different than the above are considered unauthorized and any purchases made through these sites are made at your own risk. Crocs cannot verify the authenticity of any product purchased through unauthorized sites nor can it guarantee quality, shipping, or the security of the payment methods used.

      If you think you were a victim of identity theft, please contact your credit card company and/or local law enforcement to report the issue.

      Thanks again for reaching out, please let us know if you have any additional questions.

      Crocs

      Customer Answer

      Date: 09/28/2022

       
      Complaint: 18045810

      I am rejecting this response because you all have contacted the wrong site. I put all their information in these boxes and screenshots and its still the wrong people. Ive attached a NEW screenshot with the address.

      Sincerely,

      Lashaunique *****

    • Initial Complaint

      Date:09/18/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a pair of Crocs for my son on 8/20/22. On 9/17/22 the hole that the strap attaches to ripped off while my son was playing at the park. My son is not allowed to wear crocs to school, so he only wears them casually on the weekends and after school with minimal wear. On 9/18/22 I attempted to exchange the shoes at the store in ********** mall with proof of purchase. The worker stated that the shoes cant be exchanged because they clearly had been worn. I showed her the shoes and I explained to her that I purchased them less than 1 month ago and while it was clear that they had been worn, it was very minimal and it seems outrageous that with minimal wear & tear a shoe has already broken. She refused to allow me to exchange the shoes. I understand that shoes cant be returned or exchanged after they have clearly been worn, however, the point is that a pair of shoes that cost $50 should not have the strap so easily rip off in less than a month with minimal wear. The shoes are useless now since the strap broke. Good customer service would be to allow a pair of $50 shoes to be exchanged if they break within 1 month of purchase. Common sense.

      Business Response

      Date: 09/20/2022

      Hi *****-

       

      We are happy to exchange the shoes for you, please go to crocs.com and let me know what size, style and color he would like.  Ill just need your full shipping address so I can get them out to you asap. 

      Crocs

      Customer Answer

      Date: 09/26/2022

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
      My son would like the Kids Camo Clog in color black/red, size J4. My address is ***************************************************************** 95864.

      Thank you!


      Sincerely,

      *******************

    • Initial Complaint

      Date:09/02/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I been trying to contact customer server I was promised by the ******************** that I will get my crocs that I purchased and have tried to do and exchange for a different size at the store and the manager keeps refusing to exchange the size because u dont have the original receipt I have shown my bank statement that I have made a purchase for 3 pairs of crocs all I want is an exchange for a different size or at this point a refund of my purchase.

      Business Response

      Date: 09/09/2022

      Omairard

      I am so sorry for your experience, can you let me know your order number?  I cant find an order you placed on our website.

      Crocs

    • Initial Complaint

      Date:08/30/2022

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Crocs - order has not moved for the past five days. **************** refuses to allow me to speak to a supervisors do not return my call. This is FRAUD!

      Business Response

      Date: 08/31/2022

      Mercy-

       

      Your tracking number for your order is 1Z6F857YYN64634329.  Please let us know if you do not receive your order.

       

      Crocs

      Customer Answer

      Date: 08/31/2022

       
      Complaint: 17798199

      I am rejecting this response because:
      #1 my name is *****

      #2 this is more-so about the terrible customer service, which was displayed again in your response.
      Sincerely,

      ***********************

    • Initial Complaint

      Date:08/10/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have purchased a pair of crocs from a store in Aurora, I misplaced the paper receipt but I had my card that I purchased the Crocs from the store and the transaction of the amount paid and the number of the store. I tried to do an exchange of the crocs at the ***************** mall location for a smaller size and the Manager on Duty by name of ***** or **** said she couldnt do it because I didnt have a paper receipt I drove an hour from ******* to the store for just and exchanged of the size and she said no I ask to see where it stated that they couldnt do and even exchanged or store credit and she refused to show me. I told her I could provide the credit card used to pay and also provide the statement with the transaction of the shoes and still didnt allow me to exchange them. She was really dude. All I want is to be able to exchange the shoes that I had purchased for my son but were big. I do want to get someone to contact me regarding this matter.

      Business Response

      Date: 08/17/2022

      ******-

       

      Thank you for contacting us, I am happy to send you the correct size in shoes.  Just let me know the style, size, color and your shipping address and I can get them on their way to you.

      Crocs

      Customer Answer

      Date: 08/19/2022

       
      Complaint: 17701988

      I am rejecting this response because: I don't have any information on the person who is telling me to give them the information of the shoe size. I don't know where to reply no one has contacted me. 

      Sincerely,

      *******************************

      Business Response

      Date: 08/31/2022

      ******-

       

      You may respond through the BBB, I will get that and assist to get you the right size.  

      Tally

      Crocs

      Customer Answer

      Date: 09/08/2022

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I need size man9 classic crocs in color black.

      Sincerely,

      *******************************

    • Initial Complaint

      Date:08/08/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order on July 26th 2022. Order#********CUS. Items were supposed to be delivered on the 29th, however, I did not receive them. Business told me I would be refunded, yet its the 8th and no shoes & no refund. Telling me I have to wait 14 business days to get my money back and when I ask for a date I can expect a refund the customer service agent says she cant give a projected date. That is insane. My refund case number is ********. I want my money back now. You can take my money immediately, it should not take 14+ business days to give me my money back.

      Business Response

      Date: 08/17/2022

      *****-

       

      I see that you were refunded on the 11th of August, have you seen that back to your account yet?  Please let me know.

       

      Crocs

    Crocs, Inc. is NOT a BBB Accredited Business.

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